Service Desk Engineer - 3rd Line

Job Title:

Service Desk Engineer – 3rd Line

Location: Leeds Salary: £32,000 – £35,000 per annum Job Type: Permanent | Full Time | Onsite

At TIEVA, we’re not just another Managed Service Provider—we’re a fast‑growing, UK‑based Hybrid IT provider helping organisations transform through secure, scalable and reliable technology solutions.

Technology is at the heart of everything we do, but it’s our people who make the difference. We pride ourselves on delivering exceptional customer service, investing in our employees, and creating an environment where collaboration, innovation and continuous improvement thrive.

As part of our Service Desk team, you’ll work with modern Microsoft infrastructure, networking and cloud technologies while supporting a diverse range of business customers across multiple industries. You’ll be joining a supportive team that values technical excellence, customer service and professional development.

As a 3rd Line Service Desk Engineer, you will act as technical escalation point for our Service Desk, resolving complex issues that cannot be solved by our 1st and 2nd Line Engineers.

Working within a fast‑paced Managed Service Provider (MSP) environment, you’ll support a wide variety of customer infrastructures, including on‑premise, cloud and hybrid environments. You’ll take ownership of technical incidents from initial investigation through to resolution, ensuring excellent customer service is maintained throughout.

Alongside day‑to‑day support, you’ll work closely with our Proactive Teams, assist with customer upgrades and migrations, mentor junior engineers, and contribute to continual service improvements across the Service Desk.

• Act as the technical escalation point for complex infrastructure and networking incidents.
• Diagnose and resolve issues relating to Microsoft Server, Microsoft 365, networking, virtualisation and backup technologies.
• Provide remote, telephone and occasional onsite support to customers within agreed Service Level Agreements (SLAs).
• Champion a phone‑first approach by speaking with customers wherever possible, building trust through proactive communication, and achieving agreed XLA objectives to enhance the overall customer experience.
• Carry out detailed troubleshooting and root‑cause analysis to identify and permanently resolve recurring issues.
• Manage and resolve Major Incidents, ensuring customers receive clear and timely communication throughout.
• Support and maintain customer server, storage, networking and virtualisation environments.
• Work closely with internal teams including Projects, Networks and Security to deliver the best possible customer outcomes.
• Liaise with third‑party vendors where required to resolve hardware and software issues.
• Maintain accurate technical documentation, customer records and knowledge base articles.
• Ensure service tickets are managed efficiently and progressed in line with agreed KPIs and SLAs.
• Identify opportunities to improve service delivery, automation and internal processes.
• Mentor and support 1st and 2nd Line Engineers, providing guidance on technical escalations and best practice.
• Deliver exceptional customer service through clear communication, ownership and professionalism.

We’re looking for an experienced 3rd Line Engineer with a strong background supporting Microsoft technologies within an MSP environment. You should be confident troubleshooting complex technical issues while providing excellent customer service and acting as a senior escalation point for the Service Desk.

• Windows Server 2016, 2019 and 2022
• Active Directory
• Group Policy
• DNS & DHCP
• File & Print Services
• Remote Desktop Services (RDS)
• Microsoft 365
• Exchange Online
• SharePoint Online
• Microsoft Teams
• Microsoft Entra  (Azure AD)
• Intune (desirable)

• VMware vSphere / ESXi
• Microsoft Hyper‑V
• Virtual machine management
• Host maintenance and troubleshooting

• TCP/IP
• Routing and Switching fundamentals
• VLANs
• VPN technologies
• DNS & DHCP
• Firewall configuration
• Wireless networking
• SD‑WAN (desirable)

Experience working with technologies such as:

• Fortinet Firewalls
• Cisco
• HPE Aruba…